Moxtra - Award for Innovation in Customer Service
Company: Moxtra - Cupertino, CA
Company Description: Today’s client engagement processes are stuck in the chaos of fragmented channels — requiring significant manual intervention. With Moxtra, streamline client interactions through digital automation, with a suite of portals delivered under your brand. Your business can provide assistance to clients from anywhere - enabled by a complete, integrated suite of collaborative workflow capabilities.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Award for Innovation in Customer Service - Financial Services Industries
Nomination Title: Moxtra - OneStop Client Hub
In today’s mobile-first world, financial services organizations need a centralized, private digital channel to streamline the delivery of high-value client service and keep up with evolving expectations. In the financial services industry, clients seek a just-in-time approach to communication and require a digital channel personalized to their needs. Moxtra’s focus is on enhancing client relationships through its OneStop Client Portal which streamlines the delivery and management of high-value client services, automates workflows, and allows financial services organizations to heighten their digital presence by providing a “digital branch” to their clients.
Each virtual branch mirrors the traditional in-person collaborative experience with fully interactive features for a high touch, personal experience, including: document collaboration, video meetings, screen sharing, digital signature, ePaper trails, and automated workflows. This allows banks to manage identities and responsibilities to ensure business continuity, and provide a fluid experience with bank-grade security and compliance.
Moxtra’s OneStop Client Portal has been built in partnership with some of the world’s leading financial institutions and employs a multi-layered security framework that combines robust back-end infrastructure, end-to-end data security, network protections, access controls, and full suite of security policies.
Moxtra powers the Citi Hello app by CitiBank, which enables clients to interact with managers, any time and any place. Citi Hello was even lauded by Raghuveer Sampath, Head of Wealth Management, Banking Products and Client Segments at CitiBank India, calling out its 100% usage capability. With Citi Hello, Citi experienced:
3x increase in transactions per relationship manager, per month
10x return on investment
Break-even on the investment into Citi Hello within first six months of operation
10% increase in Net Promoter Score
Moxtra also powers an app for a Chicago-based wealth management firm, Keebeck Wealth Advisors. Keebeck is a boutique wealth advisory firm, whose emphasis is on exceptional client experiences. Bruce Lee founded the firm with a dream of being available to clients whenever they needed, which led Keebeck to launch their Moxtra-powered app, “Ask Keebs.”
"Ask Anything, Ask Keebs" became the company slogan, and within two weeks post-launch, there was a 41% increase in engagement rate from clients. "We’ve basically had no issues getting clients on," says Alexa Hyman, Keebeck Chief Marketing Officer. "Even our older clients have seamlessly adopted it because it’s just so intuitive to sign up and get on board."
While many financial service businesses have an existing digital presence, the security and compliance required in the financial services space can make true digital innovation difficult for many businesses to achieve. Moxtra provides an easy and convenient digital client engagement strategy for financial services organizations. Moxtra was uniquely positioned to take on this challenge given the company’s deep roots in customer-to-business collaboration and the company’s early customers being some of the world’s leading financial services institutions.
Unlike many digital tools that operate as a solution to virtually communicate with clients, Moxtra’s OneStop Client Portal leverages automated workflow capabilities to enable businesses to streamline the management and delivery of client service and to gain oversight into staffing and client accounts. With Moxtra, financial services firms gain access to a multitude of account management tools that allow for a better client experience with more human touch. All from mobile, both financial service providers and clients can text or video chat, review and sign documents, track client history, and record and store all past interactions, resulting in an auditable, digital e-paper trail.
Moxtra recognized a gap between the increasing importance of digital client experiences and a financial services firm’s ability to create them. It is expensive for small financial services providers to build their own app. To remedy these roadblocks, Moxtra offers flexible deployment options allowing organizations to make their new digital solution work within their existing website or portal.
https://drive.google.com/file/d/1Ww2d6F3A3BO69GO6hFcg9VJdypDzawFu/view?usp=sharing
https://www.youtube.com/watch?v=z-Zlmr1Kp3s&;t=128s
https://www.youtube.com/watch?v=x5JYSEf1Z5I